Client Care Representative

We are looking for a skilled and empathetic Client Care Representative to join our team. In this remote position, youll be the voice of Dream Care Ridesinteracting with clients, caregivers, and healthcare providers to schedule trips, resolve issues, and ensure service excellence.

This is a great opportunity for a seasoned customer service professional who thrives in a fast-paced, mission-driven environment.

Key Responsibilities:

Trip Coordination & Scheduling

• Answer client calls to book, modify, or confirm transportation services.
• Collect key trip details, confirm eligibility, and ensure all special needs are noted (e.g., wheelchair access, escort requirements).
• Accurately input and update trip data in the scheduling system.

Client Communication & Support

• Communicate clearly and respectfully with elderly and medically fragile clients.
• Provide ride status updates, handle reschedules, and respond to inquiries.
• Work with dispatchers and drivers to resolve real-time issues or last-minute changes.

Problem Solving & Escalations

• Professionally address service concerns and client complaints.
• Escalate time-sensitive or critical issues to the appropriate team.
• Log and follow up on complaints to ensure resolution and client satisfaction.

Administrative & Compliance Duties

• Keep detailed records of calls, client interactions, and service issues.
• Follow HIPAA, ADA, and internal protocols to protect client confidentiality and service quality.
• Participate in training, quality checks, and team meetings.

Qualifications:

• Minimum of 3 years experience in customer service, preferably in healthcare, transportation, or a call centre.
• Excellent verbal communication and active listening skills.
• Strong attention to detail and ability to multitask under pressure.
• Proficiency with CRM or scheduling tools and basic computer applications.
• Ability to work shift schedules, including weekends or holidays, as needed.

Preferred Skills:

• Prior experience in NEMT or healthcare customer support
• Knowledge of HIPAA and ADA compliance

Why Join Dream Care Rides?

At Dream Care Rides, we believe that every client deserves a safe and respectful journey to care. Join us in delivering essential transportation that truly makes a difference in peoples lives one ride at a time.